We look forward to providing the best possible experience for our customers. If you are not happy with your CASA KOKOBÉRNA order, we will make things right.
Most orders are processed within 1-4 business days (we do not ship on weekends or holidays). For questions about your order, email us at firstname.lastname@example.org with your inquiry and we will respond to you as soon as we can. We are also available via online chat M-F 9am-5pm EST.
We ship to everywhere in the U.S. as well as Canada, Australia, New Zealand, France, and the U.K. We ship all orders via FedEx within the U.S. and DHL to customers outside the U.S. We do not ship to PO Boxes or APO addresses.
Once your order ships, you will receive a shipping confirmation email with tracking information. We do not require signatures upon receipt and we are not responsible for lost or stolen packages.
For questions about your order, email us at email@example.com with your inquiry and we will respond to you as soon as we can. We are also available via online chat M-F 9am-5pm EST.
We have a 100% satisfaction guaranteed policy and happy to accept returns within 30 days of delivery.
Please email us at firstname.lastname@example.org with any other questions regarding these shipping and return policies and terms.
WHAT FORMS OF PAYMENT DO YOU ACCEPT?
We accept all major credit cards, as well as payments made through PayPal. We also accept mobile payments through Google Pay and Apple Pay.
WHAT DO I DO IF MY PAYMENT IS DECLINED?
We recommend contacting your bank, as they are generally most helpful identifying the issue.
DO YOU OFFER SAMPLES?
Yes! All orders placed on kokoberna.com will receive pre-selected sample(s) with their shipment. Let us know if there’s a particular product you’d like to try and we do our best to accommodate your request.
CAN I UPDATE MY ORDER ONCE IT’S BEEN PLACED?
You can update your order via the confirmation page up to 10 minutes after it has been placed. After 10 minutes, unfortunately we are unable to make changes or cancel orders. Please feel free to email us at email@example.com or chat with us online and we will do our best to accommodate you!
DO YOU SELL GIFT CARDS?
We do! Our Online Gift Cards are applicable to anything on www.kokoberna.com. If you are looking to purchase a gift card for use at one of our pop-up locations, please contact the stores directly.
HOW DO I REDEEM A GIFT CARD OR PROMO CODE?
Simply enter and apply your promo code or online gift card at checkout. Please note that promo code discounts don't apply to already discounted items or subscription orders.
CAN I REDEEM MULTIPLE CODES AT ONCE?
Our system only allows one discount code per order. If you have more than one code, please apply whichever saves you the most now and save the other for your next purchase! Please note, promotional codes cannot be used on already discounted items or subscription purchases.
CAN I USE MY DISCOUNT ON ANY ITEM?
Discounts can be applied only on full priced items. Discounts cannot be combined, and will not apply to already discounted items or subscription orders.
WHEN WILL MY CREDIT CARD BE CHARGED?
Your credit card will be charged when your order is placed.
WHAT IS A PRE-ORDER AND WHEN WILL MY ORDER SHIP?
We offer some products for sale before they actually arrive. When you pre-order these products, we’ll ship them out 1–2 business days after we’ve finished handcrafting them in-house.
You can tell if you are purchasing a product that is a preorder item on the product page and at checkout. A pre-order is charged at the time of purchase. Once you’ve placed your order, you can double-check our estimated ship date on the product page, and we’ll make sure to send you a shipping confirmation email once the item is on its way.
If you need to cancel a pre-order, please email us at firstname.lastname@example.org with "PRE-ORDER" in the subject line.
WHAT SHOULD I DO IF MY ORDER IS NOT ACCURATE?
If your order is incorrect please reach out to us at email@example.com with your ORDER NUMBER in the subject line. We will make it right!
WHAT IF MY ORDER ARRIVES DAMAGED?
If an item arrives damaged, please email us at firstname.lastname@example.org within 7 days of receipt with “DAMAGED” in the subject line and a picture of the damaged items so we can ship you a replacement as soon as possible.
HOW ARE SHIPPING COSTS DETERMINED?
National and international shipping rates are calculated by the shipping provider based on package weight and zip code/destination.
Be aware that international packages are subject to duties and customs fees which are not calculated at check out. KokoBérna has no control over these fees and they will be billed upon delivery. Please contact your local customs office to determine fees ahead of time.
HOW DO I GET FREE SHIPPING?
We are happy to offer free shipping on orders over $100 to the contiguous U.S. via FedEx SmartPost. Free shipping will automatically be applied to orders that are over $100 before taxes and after discounts are applied.
Please be aware the free Fedex SmartPost shipping option has a shipping time of 2-8 business days. If you require your package by a specific date, we recommend choosing another shipping option at checkout.
We are happy to offer 10% off + free shipping on monthly subscriptions for select products. Please note that depending on final destination, subscription orders may ship via Fedex SmartPost or DHL if shipping internationally.
If you are using the free Fedex SmartPost shipping option and need to get your order in time for the holidays, please refer to these dates:
- Hanukkah (Get it in time for Dec. 2) - Place your order by Nov. 14 at 11AM ET
- Christmas (Get it in time for Dec. 25) - Place your order by Dec. 7 at 11AM ET
WHAT DO I DO IF I NEED MY PACKAGE BY A SPECIFIC DATE?
If you need your shipment by a specific date, we recommend choosing Express shipping at check out. These options are: FedEx Express Saver, FedEx 2Day, and FedEx Standard Overnight. These options ship the business day after the order is placed (note: if your order is placed Friday it will not go out until Monday) and are guaranteed to be delivered in the given time frame.
Hanukkah (Get it in time for Dec. 2)
- Nov. 14 11 AM EST: Last day for FedEx SmartPost/Free Shipping over $100
- Nov. 19 11 AM EST: Last day for Ground Shipping
- Nov. 27 11 AM EST: Last day for 2-Day shipping
- Nov. 28 11 AM EST: Last day for Overnight Shipping
Christmas (Get it in time for Dec. 25)
- Dec. 6 11 AM EST: Last day for FedEx SmartPost/Free Shipping over $100
- Dec. 11 11 AM EST: Last day for Ground Shipping
- Dec. 14 11 AM EST: Last day for 2-Day shipping
- Dec. 17 11 AM EST: Last day for Overnight Shipping
Kindly note, KokoBérna is not responsible for your destination country’s duties and tariffs, or delays due to international customs issues.
HOW LONG SHOULD I EXPECT TO WAIT FOR MY ORDER?
Most orders are processed within 3-5 business days. Orders placed after 10:30am EST on Fridays and over the weekend will be processed 3-5 business days from the following Monday. We do not ship on weekends or holidays.
At that point, it depends on the shipping option you choose:
- FedEx SmartPost/Free Shipping: 2-8 business days
- FedEx Ground: 2-4 business days
- FedEx Express Saver: 3 business days
- FedEx 2Day: 2 business days
- FedEx Standard Overnight: 1 business day
HOW WILL I KNOW WHEN MY ORDER HAS SHIPPED?
You will receive an email with tracking information the moment your label is printed! Please allow 24 hours for the information to be updated by the shipping provider.
DO YOU SHIP JUICES AND MILKS?
We only deliver freshly made cold-pressed juices and nut milks in Miami via Postmates.
DO YOU OFFER SAME DAY DELIVERY?
Based on availability, we provide local, same day delivery through Postmates.
HOW DO I RETURN OR EXCHANGE AN ITEM?
If you are unhappy with a product you've purchased, please email email@example.com with "RETURN" in the subject line. Include the item you wish to return as well as the reason you need to send it back and we will send you a return label. If you are international, we will send you an address that you can send your package back for a refund on the product you are returning.
Please be aware we cannot guarantee that we will receive your returned item. When shipping an item back to us, you should consider using a trackable shipping service or purchasing shipping insurance. Please retain your postal receipt from the shipping carrier until you are certain your parcel has been safely received by us. We may need to see this if we fail to receive your package so we can assist in locating the returned item on our end.
International customers: Because duties and taxes are collected by the governing country, we cannot provide a refund for these expenses. This includes brokerage fees for Canadian customers.
WHAT IS THE RETURN POLICY ON PRE-ORDER PRODUCTS?
The same return policy applies! If you are unsatisfied with your purchase please email firstname.lastname@example.org within 30 days of receipt with "RETURN" in the subject line.
HOW LONG DOES IT TAKE TO PROCESS A RETURN?
Once your return is received it is typically processed within 2-3 business days.